System and method for immediate and delayed real-time communication activities using availability data from and communications through an external instant messaging system

ABSTRACT

A system and method for immediate and delayed real-time communication activities using availability data from and communications through an external instant messaging system, that operates to obtain aggregated user online presence information through its own client software, through interception of client-server communications between an external instant messaging client and server, and through other available interfaces to user account information on such external instant messaging systems. The system operates to gather user online presence information in part by intercepting communications between an instant messaging client and the Internet. The aggregate presence data, as well as other information describing the availability of a user, is used to intelligently route real-time communications, such as instant messages and phone calls. The disclosed system further implements a technique for waiting for changes in a user&#39;s availability status, and for performing actions on a user&#39;s behalf in response to such changes in availability status.

CROSS REFERENCE TO RELATED APPLICATIONS

The present invention is a continuation application of U.S. applicationSer. No. 12/463,200, filed May 8, 2009, which is a continuation of U.S.application Ser. No. 10/367,640, filed Feb. 14, 2003, now U.S. Pat. No.8,204,938, the entire contents of which are incorporated herein byreference.

STATEMENT REGARDING FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT

Not Applicable

BACKGROUND OF THE INVENTION

The present invention relates generally to real-time communicationactivities, and, more specifically, to a system and method for providingimmediate and delayed real-time communication activities based on useravailability, as determined from and/or in cooperation with one or moreexternal instant messaging systems.

As it is generally known, and despite all previous attempts to fullyautomate business processes, there remains a large class of problemsthat require human expertise and action, often through some form ofreal-time interaction. Since relevant information to solve a givenproblem is often stored in the minds of specific individuals, successfulproblem solving often entails identifying that person whose expertiseenables them to deal with the problem, and initiating contact with thatperson via a real-time communication technique, such as through instantmessaging software, the telephone system, and/or online or face-to-facemeetings. This process may require effectively choosing among multiplepeople and multiple means of contacting those people. For a programmedcomputer system to assist in this process, it must have some way ofassessing whether a given person is currently reachable by one of anumber of appropriate communication channels, and whether the person iscurrently available for the desired action.

In existing instant messaging systems, one increasingly importantmechanism for assessing a person's current, on-line presence is thestate of that person's instant messaging account.

Public instant messaging services such as AOL®, MSN®, and Yahoo® areknown to maintain information on their users, such as whether they arecurrently logged in, and whether they have been typing at their keyboardrecently. Such existing systems further allow a user to explicitly setpresence states to indicate that they are away from the computer or donot wish to be disturbed.

While industry groups are working to establish standards forinteroperability among instant messaging systems, existing publicsystems currently do not support such a standard. Accordingly, it may bedifficult to obtain presence information through existing instantmessaging systems. This problem is exacerbated by the fact that someexisting systems present different information to different users (e.g.one user may specify that his or her online presence is only to beshared with specified users).

Existing systems have further shortcomings in the area of real-timecommunications. These shortcomings include the lack of a simple,data-driven mechanism for users to effectively specify how a desiredreal-time communication should be provided. Existing systems fail toprovide a mechanism by which a user can conveniently and comprehensivelydefine contact information, as well as delegated stand-ins for thatuser, where such stand-ins may be considered as alternative contacts, orautomatically contacted in the event that the user is determined to becurrently unavailable. Additionally, existing systems do not provide amechanism for organizations to configure a real-time communicationsystem to meet more sophisticated, business specific requirements.

Accordingly, it would be desirable to have a system that provides asimple, data-driven mechanism for users to control how various real-timecommunication operations are provided, such as by indicating orproviding contact information and names of delegated stand-ins through agraphical user interface. Such a system should also provide a mechanismfor organizations to define complex rules that fit their specificbusiness processes.

Additionally, it would be desirable to have a system that includessupport for communication requests that span extended time periods. Forexample, the system should support an operation in which a sender issuesa request that a real-time communication take place when a chosenrecipient becomes available, and in which the system waits for theavailability of the recipient for hours, days, or weeks. Moreover, thesystem should be able to efficiently support this service for largenumbers of users, by efficiently providing a way for information aboutreal-time communication requests to be stored and retrieved, and alsoavoid the use of a separate process running in a server system for eachsuch request.

BRIEF SUMMARY OF THE INVENTION

In accordance with the present invention, there is disclosed a systemand method for supporting immediate and delayed real-time communicationactivities using availability data from and communications through anexternal instant messaging system. The disclosed system operates toobtain aggregated user online presence information through its ownclient software, through interception of client-server communicationsbetween an external instant messaging client and server, and throughother available interfaces to user account information on such externalinstant messaging systems. As described herein, availability data orstatus of a user reflects what is generally referred to as the onlinepresence of that user.

In one embodiment, the disclosed system operates to gathering useronline presence information in part by intercepting communicationsbetween an instant messaging client and the Internet. The disclosedsystem then operates using the aggregate presence data, as well as otherinformation describing the availability of a user, to intelligentlyroute real-time communications, such as instant messages and phonecalls. The disclosed system further implements a technique for waitingfor changes in a user's availability status, and for performing actionson a user's behalf in response to such changes in availability status.

Thus there is disclosed herein a system and method that provides asimple, data-driven mechanism for users to specify how various real-timecommunication operations are provided. The disclosed system enablesusers to indicate or provide contact information and names of delegatedstand-ins through a graphical user interface, and provides a mechanismfor organizations to define complex rules that fit their specificbusiness processes. The disclosed system further supports requests forcommunication operations that are not immediately deliverable, due tothe unavailability of certain participant users. Such requests may spanmultiple days. For example, the disclosed system supports operations inwhich a sender issues a request that a telephone conversation take placewhen a chosen recipient becomes available, and in which the system waitsfor the availability of the recipient for hours, days, or weeks.Moreover, the disclosed system efficiently supports this service forlarge numbers of users, by efficiently providing a way for theinformation about real-time communication requests to be stored andretrieved, without the use of a separate process running in a serversystem for each such request.

While the disclosed system is described herein with reference to variousembodiments and examples of operation in which convening a meeting isused as an example of a real-time activity or action, the real-timeactivities or actions provided by or in connection with the disclosedsystem are not limited to meetings between users, and may additionallyor alternatively include chat sessions, shared whiteboards, remotepresentations, audio conferences, video conferences, and/or anycombination of these or other forms of communication between users.

Other features, aspects and advantages of the presently disclosed systemand method will be apparent from the detailed description of theinvention that follows.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWING

The invention will be more fully understood by reference to thefollowing detailed description of the invention in conjunction with thedrawings, of which:

FIG. 1 is a block diagram illustrating an embodiment of the disclosedsystem in which a number of real-time messaging client systems areinterconnected with a real-time messaging server via a network;

FIG. 2 is a block diagram illustrating an embodiment of the disclosedreal-time messaging server;

FIG. 3 is a flow chart showing steps performed to create a lifeline inan illustrative embodiment;

FIG. 4 is a flow chart showing steps performed during operation of anillustrative embodiment to process requests for real time group actions;

FIG. 5 illustrates transitivity of delegation in the disclosed system;

FIG. 6 is a flow chart illustrating steps performed during operation ofan illustrative embodiment of the disclosed rules engine;

FIG. 7 is a block diagram showing structure and operation of thedisclosed system in an illustrative embodiment;

FIG. 8 is a block diagram illustrating the disclosed system interfacingwith other instant messaging systems; and

FIG. 9 is a table showing relationships between events, conditions andactions, as used in rules in an illustrative embodiment.

DETAILED DESCRIPTION OF THE INVENTION

As shown in FIG. 1, an embodiment of the disclosed system includes anumber of real-time messaging client systems 12, shown for purposes ofillustration as enhanced real-time messaging clients 12 a and 12 b, aswell as non-enhanced real-time messaging client 12 c. The real-timemessaging client systems 12 are communicably coupled with a network 20,to which a communication server 18 is also communicably coupled. Thecommunication server 18 may, for example, be embodied as a Macromedia®Flash™ Communication Server MX. A real-time messaging server 14 is showncommunicably coupled to the communication server 18, and a databaseserver 15 is further shown communicably coupled to the real-timemessaging server 14.

Each of the server systems 14, 15 and 18, as well as the client systems12 a, 12 b and 12 c, may be embodied as separate computer systems, eachincluding one or more processors, together with program code memory andone or more secondary program code storage devices, a number ofinput/output interface devices, and operating system and applicationprogram software, as configured for a given operational environment. Thecommunication server 18 includes Web server software including an HTTP(HyperText Transport Protocol) server that manages Web page requestsreceived over the network 20, and that delivers HTML (HyperText Mark-upLanguage) documents (Web pages) in response. A separate server systemincluding Web server software, coupled to the communication server 18,may alternatively be used for this purpose. The enhanced client systemsA 12 a and B 12 b include client software operable to perform functionsassociated with the disclosed system in cooperation with the real-timemessaging server 14. The non-enhanced client system 12 c does notinclude specialized client software associated with the real-timemessaging server 14. Instead, messages and content used to takeadvantage of features of the disclosed system may be loaded andprocessed as needed by other software on the non-enhanced client system12 c. The embodiment of the disclosed system shown in FIG. 1 operates toprovide real-time messaging and other functions to users of clientsystems having client software associated with the real-time messagingserver 14 loaded on them, as well as to users of client systems that donot have such client software loaded on them but do have some mechanismallowing software to be loaded on demand, such as Flash or Java.

While in the illustrative embodiment of FIG. 1, the real-time messagingserver 14, communication server 18 and database server 15 are shown asseparate computer systems, the present invention is not limited to suchan embodiment. In alternative embodiments, the communication server 18,real-time messaging server 14 and database server 15 may be embodiedwithin some greater or lesser number of separate computer systems, asneeded for a given operational environment.

The communication server 18 in the embodiment of FIG. 1 is shown onlyfor purposes of explanation, and the present invention is not limited toimplementations or embodiments including it.

The present system may be embodied using any specific type of previouslyinstalled client side application software, such as Flash™, that iscapable of providing text, video, and/or other content in an interactivegraphics format through Web pages downloaded to a Web browser programexecuting on a client system. The embodiment of FIG. 1 illustrates thatthe disclosed system may be implemented in a way that takes advantage ofsuch previously loaded client system interface software. The use ofpreviously installed client side software, such as the Flash™ clientside software, enables the disclosed system to operate without requiringthe loading of special client side software, leveraging the commonavailability of software such as Flash™ software on most client computersystems. Thus, the communication server 18 generally defines a protocolto interface to non-enhanced client systems. An example of such aprotocol is RTMP (“Real Time Messaging Protocol”). In the alternative,the disclosed system may be embodied using only enhanced real-timemessaging client systems, such as client A 12 a and client B 12 b, whichhave been loaded with specialized client software. In any case, thereal-time messaging server 14 may directly communicate with suchenhanced client systems, without using an intermediate server such asthe communications server 18.

During operation of the disclosed system, as shown in the embodiment ofFIG. 1, real-time messaging is provided between users of the clientsystems 12, based on rules and a rules engine in the real-time messagingserver 14, and in response to a number of monitored conditions, such asthe availability status of users, as well as the detection ofpredetermined events. The real-time messaging provided by the disclosedsystem advantageously facilitates rapid initiation of real time groupactions, such as meeting convocation, by contacting a group of usersrequired for a meeting based on dynamically determined group membership,at least in part as a function of which users are presently available toparticipate. The disclosed system allows stand-ins to be substituted forgroup members that are unavailable. Stand-ins may be automaticallyselected for group members based on matches between their roles,expertise and/or preferences with respect to the requirements of aspecific meeting, as well as on stand-in designations made by individualusers, as represented by data stored on the real-time messaging server.For example, the disclosed system may provide selective delegation as afunction of the subject matter of a given meeting. Additionally, thedisclosed system provides transitivity of delegation to stand-insbetween users or groups, resulting in an increased ability to quicklyget a given inquiry to an appropriate user.

The disclosed system provides a number of features relating to the useof groups. First, the disclosed system permits group definitions to beshared among users. Also, temporary membership in a group may beenabled, for example to grant temporary access to data and/or specificfunctions associated with the group. Further, with regard to determiningan appropriate stand-in, the disclosed system may operate to providedata mining for relevant skills assessment, e.g. by identifying one ormore user(s) who recently published something on a given topic, or thatresponded to a message on the topic.

FIG. 2 shows an example of software components within the real-timemessaging server 14 of FIG. 1. As shown in FIG. 2, the softwarecomponents within the real-time messaging server 14 include a rulesengine 30 for processing a number of rules 32. The rules engine 30 isresponsive to event notifications 36 and the contents of the ephemeralcondition data cache 38. The rules engine 30 is further responsive tothe contents of a persistent database 15, which may, for example, bestored on a separate database server system, such as the database serversystem. Alternatively, the rules 32 may not be separate from the rulesengine itself, but be provided within the rules engine itself.

The ephemeral condition data cache 38 includes presence indications forusers. Such presence indications reflect the instantaneous availabilityof system users. Such instantaneous availability information may, forexample, be obtained through a subscription model, in which the softwareon the real-time messaging server subscribes to notifications fromspecific client systems indicating events relating to the online statusof certain users. Such notifications might include event messagesindicating when a user logs on or off a client system. Accordingly, theephemeral condition data cache 38 is used to store informationdescribing previous events. Additionally, users that are registered withthe disclosed system, referred to as “subscribing users”, may storeinformation, for example in the persistent database 15, that control howtheir presence information is provided as availability status to otherusers. For example, an availability filter may be configured by a usersuch that the online presence of that user is made known to all users,to some other users, or to no other users. Such availability filteringmay be based on the definition of a VIP (“Very Important Person”) listfor a user. The user entries in a VIP list store information defininghow the availability of that user is made available or visible to otherusers. Such selective availability may be defined on a user-by-userbasis, and/or on a group or global basis, and may further be defined toreflect current conditions or other factors, such as time of day,specific dates, or functional associations. Accordingly, a user mayconfigure his or her VIP list to allow a group of other users to beaware of his or her availability only at certain times of day, and/or oncertain days. Additionally, a user may specify how availability isfiltered based on activities, topics, or functions. For example, a usermay configure his or her account such that a group of other users canonly see that user as available only for meetings regarding certainpredefined topics.

The persistent database 15 includes configuration data maintained by thedisclosed system reflecting user preferences and group definitions. Inan embodiment in which users that are “subscribers” may define accountinformation, the database 15 maintains account data for such subscriberusers. Subscriber data may include, for example, stand-in definitions,availability filters, and/or contact lists of other subscriber users aswell as non-subscriber users. The rules 32 define the actions 40 thatare performed in response to the event notifications 36, ephemeralcondition data cache 38, and data stored in the persistent database. Therules 32 are processed by the rules engine 30, which may be embodied inany appropriate programming language for a given implementation.

The actions 40 performed by the rules engine 30 may, for example,include actions facilitating any specific kind of real time groupactivity. Such real time group activities may include the convening ofan online meeting or teleconference, sending email or an instant messageto one or more users, routing a document, and/or other actions. Theactions 40 may be simple or complex, and potentially include multi-stageactions that are performed in several distinct steps, depending on thereceipt of several separate event notifications and the state ofconditions stored in the ephemeral condition data cache over time.

FIG. 3 is a flow chart illustrating the steps performed by the user ofthe disclosed system to configure a “lifeline.” A lifeline in thedisclosed system is a list of users that is associated with a name, andone or more ordering attributes. At step 41, the user selects the nameof the lifeline being created. For example, a lifeline consisting of alist of users in technical sales support group for a given product mightbe referred to as the “product_A_tech” lifeline. At step 43, the userswithin the lifeline are defined, for example by entry or selectionthrough a graphical user interface. At step 45, a number of orderingattributes may be defined, that are used to control the selection ofindividual ones of the users within the lifeline for specific requestsfor activities or tasks. Such ordering attributes may indicate thatusers within the lifeline are to be selected randomly over sequentiallyreceived requests, or on a round robin basis. Alternatively, a specificordering may be defined within the list, setting forth a specific orderof selection to be applied to the users within the lifeline for requestsprocessed over time, and potentially in response to the availability ofusers within the lifeline. The ordering defined at step 45 may bedefined so that the users in the lifeline are displayed to users issuingrequests designating the lifeline in a request, thus enabling arequesting user to specify the desired lifeline member for a givenrequest. At step 47, the lifeline is distributed to some set of users,who may add the lifeline to their contact list. For example, the“product_A_tech” lifeline mentioned above might be distributed tomembers of the sales force responsible for selling product A. When sucha sales person subsequently has a need to contact a technical supportperson, they can then generate a request indicating the “product_A_tech”lifeline without needing specific knowledge of the individual userswithin the lifeline.

FIG. 4 is a flow chart showing steps performed by an illustrativeembodiment of the disclosed system to initiate a real time group action.At step 50, a user generates a request for a real time group action, forexample through a graphical user interface on a client system. Anexample of a request for a real time group activity is a request toconvene a meeting. The calling of a meeting may involve entering a listof participants in the action, for example meeting invitees. The list ofaction participants specified by the user calling the meeting form whatis referred to herein for purposes of explanation as the “participantgroup” for the action. Moreover, the user requesting the group actionmay indicate a number of attributes associated with the request, and/orone or more users specified in the participant group. For example, theuser calling a meeting may indicate a meeting topic, location, timeand/or priority. The attributes associated with members of theparticipant group may include a function or role associated with one ormore of the meeting group members, as well as whether a meeting groupmember is necessary for the meeting to be held or optional. For example,a participant group member might be associated with a function such as“finance”, or “technical”, indicating a role that that user will beexpected to fulfill in the meeting.

Additionally, the disclosed system may allow for the members of themeeting group to be defined by designation of a predetermined group orlifeline. Such a predetermined group or lifeline definition may beconfigured by the user, or made available to specific users, or to allusers on a system-wide basis. For example, in a deployment of thedisclosed system by a given company, a predefined group might be definedto include the members of a senior management team for the company.Moreover, an individual user within the company may set up or configurehis or her own account to include one or more named groups of users thatare relevant to that user's day to day activities, such as a “projectteam” group including all members of that user's current project team.

At step 51, the disclosed system determines the initial members of theparticipant group. In the case where the request defined at step 50includes designation of a lifeline, at step 51 the disclosed systemapplies the selection attribute(s) associated with the lifeline to thelifeline, and determines which specific member of lifeline is to beconsidered one of the members of the participant group for the request.The determination of which member of the lifeline is to be added to theparticipant list is potentially further responsive to currentavailability status of the lifeline members, depending on presenceinformation, attributes of the request, and/or user defined availabilityfilters.

At step 52, the disclosed system determines whether each individualwithin the participant group is available. The availability of eachparticipant group member may be determined based on user definedavailability filtering, and depend on the attributes associated with therequest, such as who called a meeting, a meeting topic, and/or whether aparticipant group member is defined as a necessary attendee for ameeting. The availability of each participant group member is furtherdetermined in response to the online presence of each meeting groupmember, as stored in the real time messaging server.

At step 54, for any participant group members that were determined to beunavailable, the disclosed system operates to determine whether thereare any acceptable stand-ins available. For example, if a givenparticipant group member has defined a stand-in to be provided for anymeeting called when that meeting group member is unavailable, and thatparticipant group member is in fact unavailable, then the systemdetermines whether the stand-in is currently available. Again, theavailability of any stand-in may be determined using the stand-in'savailability filter, and depend both on the stand-in's online presence,and/or attributes associated with the request generated at step 50. Insome cases, the disclosed system may act to automatically determinealternative participant group members or stand-ins. Alternatively, therequesting user may be given the option of approving any stand-insbefore they are substituted into the participant group for the requestedaction. Additionally, the requesting user may be given the option todesignate participant group members as being non-essential to allow ameeting to convene if there is no acceptable stand-in available.

At step 56, the disclosed system substitutes any available, appropriatestand-ins into the participant group. The appropriateness of anypotential stand-in identified by the system may be determined bypresenting the potential stand-in to the original user that initiatedthe request. For example, if the caller of the meeting finds theproposed stand-in acceptable, the caller may indicate theappropriateness of the stand-in to the system through the userinterface. At step 56 the real time group action is commenced if thereare sufficient participant group members available. For example, in thecase of a request for a meeting, if there are sufficient members of therequested meeting group available, and all the necessary members of themeeting group are available, including any stand-ins determined at step56, the disclosed system operates to convene the requested meeting atstep 58.

FIG. 5 illustrates the transitivity of delegation to stand-ins acrossmultiple user groups in an embodiment of the disclosed system. As shownin FIG. 4, the disclosed system operates to determine a first stand-in71 by selecting user A 70 from Group 1 80. For example, the firststand-in 71 is selected when a first meeting invitee is determined to beunavailable. The unavailable invitee had previously defined a stand-ineither by designating user A 70, or by designating Group 1 80. Forexample, in the case where the expertise associated with an requestedparticipant for a requested meeting is finance, a user A 70 mayautomatically be selected as a stand-in from Group 1 80, based on thefact that user A 70 serves the finance function within Group 1 80.However, if at the time the meeting was called, user A 70 is also notavailable, and assuming that either user B 72 or Group 2 82 is definedas a stand-in for either User A 70 or Group 1 80, the disclosed systemthen operates to find identify user B 72 as a stand-in for user A 70.For example, if User B 72 is defined as a finance expert within Group 282, User B 72 may automatically be selected as a stand-in for themeeting by the second delegation 73. As shown in FIG. 4, if User B 72 isalso unavailable for the meeting, and either user C 74 or Group 3 84 hasbeen designated as the stand-in for either User B 72 and/or Group 2 82,user C 74 is selected to join the meeting group by the third stand-inoperation 75, for example resulting from the definition of user C 74 asthe finance function user within Group 3 84.

FIG. 6 illustrates steps performed during operation of the rules engine30 as shown in illustrative embodiment of FIG. 1. At step 60, the rulesengine 30 detects an event notification 36, such as a presence relatednotification. Such a presence related notification may indicate whethera specific user has either gone on or off line. After step 60, at step62, the rules engine checks the relevant data in the ephemeral conditioncache 38. The checking performed at step 62 may, for example, beperformed by a script that was previously generated by the rules engine30 in response to a previous event notification. Accordingly, thechecking performed at step 62 may be different from the checkingoriginally performed in connection with a given request that could notbe accommodated. At step 64, the disclosed system performs an actionbased on the determinations at step 62 and the event detected at step60.

FIG. 7 shows an illustrative embodiment of the disclosed systemincluding a rules engine 100. The illustrative rules engine 100 is shownhaving several examples of functional units, each of which performs anumber of associated real time communication activities. As shown inFIG. 7, a schedule future actions unit 102 is provided for schedulingactions to be performed at later points in time, a notify unit 104 isprovided for performing notification actions, and a request, response(vote approve, comment) unit 106 is provided for supporting certaintypes of request and response actions related to voting, approval andcommenting. A copy/move/delete/convert files unit 108 is furtherprovided to support file operations performed by the rules engine, ameet unit 110 is provided to support convening meetings, as well as acustom user defined actions unit 112. The specific functional unitsshown in the rules engine 100 of FIG. 7 are shown for purposes ofillustration only, and any appropriate functional units may be includedwithin the rules engine 100 for a given embodiment. The functional unitswithin the rules engine 100 define the processing performed by the rulesengine 100, and may reflect a specific set of rules loaded into therules engine 100.

The rules engine 100 is shown interfacing to a data source layer 132through a number of object definitions 130. The object definitions 130provide a predetermined interface to data sources such as ephemeraldata, events, and one or more persistent databases contained in the datasource layer 132. In addition to a relational database provided with thesystem for storing its own information, the data source layer 132 mayalso include external sources of data such as a corporate directory.

The rules engine 100 further operates to receive and process presenceinformation and requests 116 from the instant messaging (IM) abstraction96. The presence information received from the IM abstraction reflectsthe online status of one or more users with respect to one or moreclient systems. The requests received from the IM abstraction consist ofrequests for real time group activities, such as requests to convenemeetings and/or send messages between users. As a result of processingthe presence information and requests 116 received from the IMabstraction 96, the rules engine 100 issues the actions 114 back throughthe IM abstraction 96. For example, actions may include any real timegroup action, such as the convening of an online meeting orteleconference, and/or the passing of messages between users.

The client abstraction 96 is shown including a communication server 98for communicating with a non-enhanced client system 12 c. An enhancedclient system 12 b, is further shown in FIG. 7. The enhanced clientsystem 12 b includes client software 90, as well as a third partyinstant messaging client 120. The third party instant messaging client120 may be any instant messaging client software, such as, for example,AIM™ (AOL (AmericaOnline™) Instant Messenger), Yahoo® Chat, Microsoft®MSN Messenger, Microsoft® Windows Messenger, IBM® Lotus® Sametime®,and/or IBM® Lotus® Web Conferencing clients. The instant messagingclient 120 communicates with an instant messaging server 122 over anetwork such as the Internet. During operation of the disclosed system,the client software 90 intercepts communications between the instantmessaging client 120 and the associated instant messaging server 122 todetermine the online presence status of one or more users of the instantmessaging client 120.

FIG. 8 illustrates how presence information flows to an embodiment ofthe disclosed system, which operates to determine user presenceinformation from one or more separate instant messaging softwaresystems. As shown in FIG. 8, instant messaging (IM) software clients 150and 152 provide presence information regarding users both to respectiveinstant messaging (IM) servers 160 and 162, as well as directly torespective public instant messaging (IM) services 164 and 166. Thepresence information provided from the IM clients 150 and 152 flows fromthe public IM services 164 and 166 to the IM abstraction 96, for examplethrough predetermined interfaces between the IM abstraction 96 and thepublic IM services 164 and 166. Alternatively, as noted above, theclient software 90 intercepts presence information sent to the IM client150 and IM client 152 and, in turn, sends that information to thereal-time messaging server 14, and directly to the IM abstraction 96.Additionally, user presence information is provided directly by theclient software 90 to the real-time messaging server 14, and directly tothe IM abstraction 96. The aggregated presence information collectedthrough the IM abstraction 96 therefore reflects user presence asdetermined by each of the IM client 150, IM client 152, and clientsoftware 90. As noted above, the instant messaging client software 150and 152 may be any instant messaging client software, such as, forexample, AIM™ (AOL (AmericaOnline™) Instant Messenger), Yahoo® Chat,Microsoft® MSN Messenger, Microsoft® Windows Messenger, IBM® Lotus®Sametime®, and/or IBM® Lotus® Web Conferencing clients. These andvarious other instant messaging systems may be considered “external”instant messaging systems with regard to the disclosed system.

Thus, in the case where a user may be using or associated with clientsoftware of the disclosed system, and/or client software of one or moreexternal instant messaging systems, presence information from one ormore of those clients associated with or being used by that user may beaggregated prior to application of any user configured availabilityfiltering. Moreover, presence information may reflect use of thedisclosed system or external instant messaging client software throughvarious communication mediums, including PDAs (Personal DigitalAssistants) and/or telephones, as well as client software running onclient computer systems.

In addition, the disclosed system may operate to use all facilities ofsuch “external” instant messaging systems through which user presence orother information may be obtained. For example, the disclosed system mayoperate to send a meeting invitation to a user through an externalinstant messaging system. Such an invitation would include a pointer,such as a URL, to a resource such as a Web page on the real-timemessaging server. When the receiving user clicks on the URL, they areable to begin participating in the real-time action, in this case anonline meeting. The online meeting may be provided as content providedthrough the Web page indicated by the URL. Such invitations may be sentby the disclosed system to users, including users on non-enhanced clientsystems, as part of the process for convening an online meeting. In oneembodiment, the invitation instant message is transmitted from anenhanced client system to a non-enhanced client system, by operation ofthe client software of the disclosed system introducing the instantmessage invitation into the communications between the external instantmessaging client software, shown as instant messaging client 120 in FIG.7, and the external instant messaging server, shown as instant messagingserver 122 in FIG. 7. The user that is requesting the meeting maytrigger the convening of the meeting at the enhanced client system,thereby causing the disclosed client software, shown as client software90 in FIG. 7, to introduce the invitation instant message into thecommunications between the external instant messaging client and theexternal instant messaging server 122. In this way, users atnon-enhanced clients may be invited to and participate in real-timeactions through operation of the disclosed system.

FIG. 9 shows an example of the logical structure of rules that controlthe operation of the rules engine. As shown in FIG. 9, a number ofillustrative events 172 and conditions 174 are used by the disclosedsystem to determine what appropriate actions 176 are to be taken. Thespecific relationships between events, conditions, and actions depend onthe specific rules loaded into the disclosed system. The rules in thedisclosed system may be pre-programmed as part of a software program, ormay be user configurable. As shown in FIG. 9, the events 172 reflect the“when” logic of the rules, in that they trigger the testing of certainassociated conditions. Similarly, the conditions 174 represent “if”logic, in that the state of a given condition determines whether arelated action is performed. Finally, actions 176 are the “then” portionof the logic within the rules provided to the rules engine, in that theyare performed as a result of the occurrence of an associated event aswell as the potential testing of one or more associated conditions. Theevents that can be monitored may indicate presence changes with regardto one or more users, such as automatic detection of when a user goes onor off-line, or the explicit indication by a user that they are presentthrough a user interface, or a user defined indication of availability.Additionally, presence related events may result from detection of useractions that imply whether the user is currently available, such as theuser entering or leaving an on-line meeting, picking up or hanging upthe phone, or beginning or ending certain activities within a meeting,such as a presentation. Events may also be time related, indicating thearrival of a specific time, a recurring time, an elapsed time, and/oruser inaction. Invitations are another form of event, such asinvitations to meetings, or to join a group or team. The events 172 mayfurther include indication of a system condition, or consist of atrigger or message from some third party application software. Eventsmay further include any type of user generated request or message passedto or through the disclosed system.

The conditions 174 may reflect the receipt of previous eventnotifications. For example, the conditions 174 may reflect automaticallygenerated or user defined presence information, as well as theavailability of various specific devices and/or resources that may beneeded to perform an action. The conditions 174 may further reflect datastored in the disclosed system that indicates the contact preferences ofa user, or the identity of a participant in a request, where that usermight be designated by personal identifier, lifeline membership,location, and/or group membership. The actions 176 performed by therules engine may include various types of communication activities, suchas different types of notifications, including instant messages, e-mailand/or short message service (SMS) messages. The actions 176 performedby the disclosed system further may include convening of an online orother type of meeting, scheduling of a meeting in the future, initiatinga call or conference call, routing a message between users, broadcastinga message to some or all users, contacting a stand-in for delegationpurposes within a group or as part of a request, leaving a message foruser, transferring a thread of control to user, and/or retracting somepreviously performed action.

Based on the user presence information gathered by the disclosed system,a request for real-time communications can be intelligently routed. Forexample, in the case where a user (referred to for purposes ofexplanation as the sender) needs to reach someone to ask a question, thedisclosed system enables the convenient performance of the followingthree operations:

1. Identify a candidate recipient. This may entail looking up an experton a topic, or a user that is assigned as the “programmer of the day”,for example based on information stored in the database.

2. Select a method to contact that person, such as by sending an instantmessage to one or more accounts, sending a Short Message to their mobiletelephone, or calling them on the telephone at the office or at home.

3. If the desired person is not available, selecting a person who thefirst identified recipient may have designated as a stand-in to receivecommunications when they are not available. The steps above may need tobe applied recursively, as part of trying alternative methods to reach astand-in, such as calling the stand-in of a stand-in.

Those skilled in the art will recognize that the disclosed system mayprovide a simple, data-driven mechanism for users to specify how theabove steps should be performed, such as by filling in a form in agraphical user interface with contact information and names ofstand-ins. Moreover, the disclosed system provides a mechanism fororganizations to define rules and operations that fit their own specificbusiness processes.

Additionally, the disclosed system supports operations that spanmultiple days. For example, a sender may issue a request that aconversation take place when a specified recipient becomes available, inwhich the request indicates that the system should continue to wait forthat recipient's availability for hours, days, or weeks. Since thesystem provides this service to a potentially large number of users, itprovides an efficient way for the information about such requests to bestored and retrieved, since it is impractical to keep a process runningin a server for each such request.

EXAMPLE Meet As Soon As Present (ASAP)

An example of a useful facility that may be provided by the disclosedsystem is a method of scheduling a meeting when all of the participantsare available, referred to here as Meet ASAP. For example, in the casewhere a sender, A, wants to convene a meeting of three people, himself,B, and C. A selects B and C from his list of contacts and presses a Meetbutton within the graphical user interface. The system checks thepresence of B and C and determines that B is online but C is not, andthat a stand-in for C is available. It then gives A three choices:

-   1. Hold the meeting with just B. 2. Hold the meeting with B and with    C's designated stand-in. 3. Wait until B and C are both present.

In the case where A chooses option 3, the system monitors the presenceof A, B, and C and starts the meeting when all three are present. Tosupport this choice, the disclosed system provides the followingfeatures in a highly scalable manner, and potentially over arbitrarilylong periods of time:

-   1. Monitoring the presence of users on multiple instant messaging    systems 2. Supporting rules for determining such things as when to    hold meetings.

The disclosed system monitors user presence through multiple instantmessaging systems-in two ways:

-   1. For instant messaging systems that provide open interfaces for    exchanging presence (such as Lotus Sametime), the disclosed system    retrieves presence through that interface. See FIG. 8. 2. For    instant messaging systems that do not provide an open interface, the    disclosed system intercepts presence information through the    mechanism as follows (see FIG. 7): Step 1. When client software for    the disclosed system is installed on a sender's computer, it sets up    a process, referred to for purposes of explanation as proc_1, that    runs automatically when Microsoft Windows is started. Proc_1    registers with Windows to receive an event whenever a top-level    window is created. If such a window belongs to an instant messaging    system of interest, proc_1 then registers to be notified when any of    those windows create new windows and it installs hooks to intercept    input and output on network sockets. That socket i/o is directed to    a second process, referred to for purposes of explanation as proc_2,    which parses the data stream for messages describing the presence    state of users being observed by the sender. That presence state is    sent to the disclosed real-time messaging server which tracks it for    use in step 2. Step 2. When a sender requests a meeting, the client    software for the disclosed system executes a set of rules to decide    what to do. Such rules may be hard-coded in an appropriate    programming language, such as C#, or alternatively users may be    permitted to define their own rules. The rules behave as described    above, looking through contact information, presence, and stand-ins    to bring users together for a real-time action such as a meeting.    The sender can control the operation of the system by modifying    information stored by the system, e.g. selecting a new delegate or    changing the contact information. Step 3. Since a request can take    days or weeks to process, the disclosed real-time messaging server    stores information in a dictionary that resides in the relational    database. When an event notification is received, such as a change    in a user's presence or a pre-defined time for the expiration of a    request, the disclosed real-time messaging server determines if    there are any requests that depend on that event and retrieves the    relevant information to process the event from the dictionary.

While various specific embodiments may be used, in one exemplaryembodiment, two server-side processes may be used. One is the rulesengine, which executes rules consisting of scripts. These rules/scriptsare nearly stateless, but can use one or more associated dictionary datastructures within the database containing the persistent state that agiven script uses. Scripts may be stored in the database when they areinactive, along with their dictionary and meta-information about thescript. A second server-side process that may be provided is avisibility server. The visibility server itself includes two elements: araw presence server that keeps track of each user's actual online state,and a subscription service that keeps track of users that are payingattention to other users. The subscription service operates on the rawpresence data and processes it to determine which users can see thepresence information of which other users according to the rulesprocessed by the rules engine. Accordingly, when a meeting request isreceived by the rules engine, and the meeting cannot be immediately heldbecause of the unavailability of one or more participants, the rulesengine creates a script to enable the convening of that meeting, andindicates to the visibility server that it is looking for all of therequired participants for the meeting. The rules engine then goes to“sleep” with regard to that request. Whenever one of the attendeeschanges presence state, the visibility server sends a message to theengine, which checks whether all the required attendees are now present.If so, it executes the script, which sends a message to the user sayingthat the meeting may now be convened. If not, it just ignores the statechange. Thus, the request from the rules engine to the visibility serverconsists of a script setting a bit of metadata, indicating to “wake meup when the following people are all present”. This metadata persistsalong with the sleeping script in the database. As a result, if anythingshould happen to the visibility server (which resides mainly in memory),the desired subscriptions can be recreated from the metadata of thesleeping scripts in the database.

EXAMPLE Routing & Approval

The disclosed availability and rules-based mechanism that allows theeffective delivery of real-time actions among users, such as theconvening of meetings, can also be used for other real-time actions. Forexample, the disclosed aggregated presence information and availabilityfiltering, together with real-time communication, can be used to routedocuments for revision and approval in a timely and efficient manner. Aswith a meeting request, a document routing form, for example filled outthrough a GUI on a client system, and provided to the rules engine as anevent notification, can contain a list of users that are needed toreview an electronic document. In the disclosed system, the routing ofthe document among the users in the review list may be determined inresponse to the presence-based availability of specific users in thelist. For example, the disclosed system may operate by temporarilyskipping users in the review list that are not currently available toprocess the document, and instead routing the document to one or moreusers in the review list that are determined to be currently availablefor the review. Additionally, if a user has been routed the document tobe reviewed, and fails to route it within a predetermined time limit,the disclosed system may operate to forward to the document to anotheruser for review that is determined to be currently available.

The disclosed system may be embodied to provide a user interface, forexample through a GUI, through which a person that has reviewed adocument, may expressly forward the document to a next person on thereview list. The disclosed system may indicate a next person on thereview list to forward the document to based on a determination that auser on the list that was previously skipped is now available.Alternatively, the disclosed system may provide an interface allowingthe current reviewer to specify that the document is to be routed backto one of the previous reviewers, or even directly back to the originalauthor. In addition, the disclosed system may be embodied such that, ifa user on the review list is not currently available, the document maybe routed to his or her specified stand-in user.

EXAMPLE Sequential Scheduling

The disclosed system may further be embodied to effectively supportsequential meeting scheduling. In general, meeting scheduling systemsattempt to display people's free time, allow the meeting requester topropose a time, and then send out invitations which can be eitheraccepted or refused. Using the disclosed system, meeting invitations,such as email or other electronic data messages, may be sent out to oneuser at a time, in a similar manner to that described above for documentrouting. Accordingly, the meeting invitation is sent to users based ontheir current presence-based and user configured availability. Themeeting invitee user list may also optionally be processed bytransmitting an invitation to users on the list based on an ordering inwhich those users considered or designated as the most senior, and/orthat are considered or designated as the most difficult to schedule, arecontacted first, with each user specifying a range of available times,and wherein a list of possible meeting times contained in the invitationbecomes narrower as the invitation routing proceeds. Alternatively, themeeting invitation can be simultaneously broadcast to all users on thelist with the list of times becoming narrower as users respond,potentially giving people an incentive to respond quickly.

EXAMPLE External Events

In addition to processing requests for real-time actions such asmeetings, and/or event notifications reflecting presence status orchanges, the disclosed system may be embodied to process notificationsof other types of events from various external systems. For example,such an external event processed by the disclosed system may reflect aspecified change in a database, such as a customer exceeding a creditlimit, or an alert generated by any external program, such as a customerrelationship management system indicating that a customer entered acomplaint. Availability filtering by the disclosed system may reflectthe receipt of such notifications of external events.

While the disclosed system is described herein with reference to variousembodiments and examples of operation in which convening a meeting isused as an example of a real-time activity or action, the real-timeactivities or actions provided by or in connection with the disclosedsystem are not limited to meetings between users, and may additionallyor alternatively include chat sessions, shared whiteboards, remotepresentations, audio conferences, video conferences, and/or anycombination of these or other forms of communication between users. Forexample, any specific type of internal or external collaboration andconferencing software, having some combination of functionalities suchas those provided in Microsoft® NetMeeting™, which includespoint-to-point telephony and videophone capability over the Internet aswell as multipoint whiteboard and application sharing, may be used topartially or completely provide the real-time activities and/or actionsdescribed herein.

Those skilled in the art should readily appreciate that the programsdefining the functions of the present invention can be delivered to acomputer in many forms; including, but not limited to: (a) informationpermanently stored on non-writable storage media (e.g. read only memorydevices within a computer such as ROM or CD-ROM disks readable by acomputer I/O attachment); (b) information alterably stored on writablestorage media (e.g. floppy disks and hard drives); or (c) informationconveyed to a computer through communication media for example usingbaseband signaling or broadband signaling techniques, including carrierwave signaling techniques, such as over computer or telephone networksvia a modem. In addition, while the invention may be embodied incomputer software, the functions necessary to implement the inventionmay alternatively be embodied in part or in whole using hardwarecomponents such as Application Specific Integrated Circuits or otherhardware, or some combination of hardware components and software.

While the invention is described through the above exemplaryembodiments, it will be understood by those of ordinary skill in the artthat modification to and variation of the illustrated embodiments may bemade without departing from the inventive concepts herein disclosed.Therefore, while the preferred embodiments are described in connectionwith various illustrative data structures, one skilled in the art willrecognize that the system may be embodied using a variety of specificdata structures. Accordingly, the invention should not be viewed aslimited except by the scope and spirit of the appended claims.

1. A method, comprising: receiving, by a computer based system, arequest for a group document review, wherein the request includes a listof reviewers to participate in the group document review; querying, bythe computer based system, a presence database to obtain online presencedata associated with the list of reviewers; determining, by the computerbased system, whether a reviewer on the list of reviewers is availablebased on the online presence data; in response to the determination ofan available reviewer, forwarding, by the computer based system, adocument to the available reviewer; and in response to the determinationof an unavailable reviewer, forwarding, by the computer based system,the document to a next available reviewer.
 2. The method of claim 1,further comprising: in response to the document being reviewed,forwarding, by the computer based system, the reviewed document toanother reviewer on the list of reviewers.
 3. The method of claim 1,further comprising: receiving, by the computer based system, a presencechange message associated with the list of reviewers.
 4. The method ofclaim 3, further comprising: processing, by the computer based system, arule having a logical structure defining a relationship between theonline presence data, the presence change message, and the group review,the processing of the rule including determining whether the groupreview should be performed based at least in part on the presence changemessage.
 5. The method of claim 3, wherein in response to thedetermination of an unavailable reviewer, generating, by the computerbased system, a script to be executed upon receipt of an other presencechange message indicating that the unavailable reviewer has becomeavailable.
 6. The method of claim 3, wherein the presence change messageindicates whether the unavailable reviewer is presently using a softwareprogram on a client system.
 7. The method of claim 6, wherein thepresence change message further indicates whether the software programis an instant messaging client software.
 8. The method of claim 1,further comprising: querying, by the computer based system, a presencedatabase to obtain the online presence data associated with the list ofreviewers;
 9. The method of claim 8, wherein the querying occursaccording to a predetermined interval.
 10. The method of claim 8,wherein the querying occurs in response to the document being reviewed.11. The method of claim 1, further comprising: establishing the groupdocument review by setting up a connection by sending an instantmessage.
 12. The method of claim 11, wherein the sending the instantmessage comprises introducing the instant message into a communicationsstream.
 13. The method of claim 1, further comprising: determining, bythe computer based system, that a second reviewer is unavailable, and inresponse, determining, by the computer based system, that a stand-inreviewer is available to take a place of the unavailable secondreviewer, and performing, by the computer based system, the groupdocument review with the stand-in reviewer in the place of theunavailable second reviewer.
 14. A system comprising: a computing devicefor supporting group document review between at least two reviewers; anda computer program storage memory communicably coupled with thecomputing device, the computer program storage memory storing a computerprogram executable by the computing device, the computer programincluding program code configuring the computing device to: receive arequest for the group document review, and in response, retrieve fromthe request a list of reviewers to participate in the group documentreview; query a presence database to obtain online presence dataassociated with the list of reviewers; determine whether a reviewer onthe list of reviewers is available based on the online presence data; inresponse to the determination of an available reviewer, forwarding adocument to the available reviewer; and in response to the determinationof an unavailable reviewer, forwarding the document to a next availablereviewer.